Assistant Director, Customer Service

Lamar University, United States

Updated: 10 days ago

Location: Beaumont, TEXAS

Deadline: 09 Aug 2024

Posting Details
Position Information

Posting Number	20112901
Position Title	Assistant Director, Customer Service
FTE	1.0
Position Type	Staff
Department	Student Financial Aid

Position Summary Information

Job Summary/Basic Function	About This Role: Under the direction of the Associate Director of Outreach and Customer Service, the Assistant Director of Customer Service will be involved in all aspects of financial aid administration. This position manages prospective and current students’ experiences with the Office of Student Aid, by leading a team of Financial Aid Counselors and outreach staff. This is accomplished by ensuring all federal and state regulations are met, ensuring correct information is reported to the Department of Education, analyzing tax forms, W-2’s and other relevant financial documents, and inputting data into the Department of Education’s database. Other duties include managing staff in the organization of files, maintenance of office equipment and supplies for office operations, reviewing files for award processes, answering questions on the application process, explaining policies and procedures to students, parents and staff, working with default management program to maintain a low school default rate, and assisting staff with related department paperwork and data. Strict adherence to established NCAA, Southland Conference, Lamar University and Texas State University System rules and regulations. The Assistant Director for Customer Service supervises a student-centered fast paced team environment while complying with federal and state regulations as well as institutional policies. What You’ll Do – Position Responsibilities Counsel students regarding financial aid, scholarship and veteran benefit eligibility, appropriate policies and available funding. Support counseling staff in interactions with students completing the application and verification processes for financial aid by helping them guide students to complete appropriate and required forms; ensures students are advised of their rights and responsibilities concerning financial aid; and by provided with information about the status of their financial aid applications. Uses judgment and problem-solving skills to assist in awarding students, including those requesting special consideration. Manages data in the Banner, Navigate, CRM (Slate) databases using knowledge of federal needs analysis and federal and state financial aid programs when awarding or adjusting scholarship funds. Modifies packages based on enrollment changes, additional funding etc. while communicating those changes to students. Reviews IRS tax data, Verification worksheets and any other requirement documents Supervises personnel, which includes work allocation, training and problem resolution. Oversees all facets of the student experience by ensuring quality customer services in person, by email, by phone and other communication outlets. Effectively and consistently communications with staff across campus to determine collaborative ways to best serve students. Represents the department at special events such as high school college nights, financial aid workshops, financial literacy events, etc. Oversees all student interaction with the Student Aid office as it relates to Scholarships, Financial Aid, Veterans Benefits, by assisting with presentations, creating events and designing programs to assist students and promote all areas of the department. Serves as the reviewer for professional judgement as it relates to determining student aid eligibility. Engages positively with colleagues, handles conflict directly and professionally, contributes to team discussions, collaborates and helps colleagues, assumes the best from colleagues, provides and accepts constructive feedback, follows through on commitments, and supports final decisions that are made. Contributes to the overall success of the Office of Student Aid by performing all other duties as assigned. Oversees all student interaction with the Student Aid office as it relates to Scholarships, Financial Aid, Veterans Benefits, by assisting with presentations, creating events and designing programs to assist students and promote all areas of the department. Key Competencies: The ability to apply critical thinking when faced with new circumstances. The ability to verify vital details and ensure that all information has been provided. The ability to adapt to changes while remaining focused on goals. The ability to take initiative and be proactive when suggesting improvements and solving problems. The ability to multitask by managing a variety of tasks required each day. Physical Requirements: Works in an office environment for 6 to 8 hours Work is normally performed in a typical interior work environment that does not subject the employee to any unpleasant elements. Occasional lifting, pushing, climbing, and pulling may be required. Work environment involves minimal exposure to physical risks. Regularly use headphones and earpiece. Occasionally lift 10-15 pounds. Job Conditions: Office environment with controlled temperature. Moderate exposure to noise. Who We Are: Lamar University is an accessible global university for life-long learners with a passion for broad-based community engagement. As a vital contributor to the socioeconomic wellbeing and resilience of the Gulf Coast region, our expertise is recognized locally and beyond. Lamar University is home to more than 17,000 students and is among the fastest growing Texas colleges and universities. LU is a member of The Texas State University System, which is the first higher education system of Texas and maintains the lowest average tuition and fees of any university system in Texas. With more than 100-degree options and a community that cares, Lamar students are always proud to be Cardinals. Lamar University is committed to fostering a culture of diversity where students, faculty and staff of all backgrounds can learn, work, and serve. Benefits: Health, dental & vision insurance Life insurance State of Texas Retirement plans Tuition covered at 100% for employees, spouses and/or eligible dependent. Paid time off – vacation, sick, and holidays. To see more information about the available benefits, please visit: Insurance – Lamar University
Minimum Qualifications	Bachelor’s degree required Minimum of 3 years customer service leadership experience Able to obtain and retain full access to NSLDS (National Student Loan Database System)
EEO Statement	Lamar University is An Equal Opportunity Employer
Veteran's Preference Statement	Lamar University is proud to provide employment preference to veteran applicants in accordance with Texas 805 Government Code, Section 657.003.
Preferred Qualifications	In addition to the amazing qualifications and experiences listed above, if we had our say, we would also look for: Higher education financial aid experience preferred, but not required.
Security Sensitive Statement	This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information.
Salary	$52,446 - $68,180
Work Hours

Application Information

Posting Date	05/09/2024
Close Date	08/09/2024
Open Until Filled	No
Special Instructions

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